Experienced EAP Worklife Customer Support Associate – Delivering Exceptional Member Experiences in a Fully Remote, Dynamic Call Center Environment (Sunday-Thursday 1:30pm-10:00pm EST)

Introduction to CVS Health and Our Mission At CVS Health, we are driven by a clear and compelling purpose: to bring our heart to every moment of our customers' health. This purpose is the foundation of our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are looking for talented and compassionate individuals to join our team as an EAP Worklife Customer Support Associate, where you will play a vital role in supporting our members as their front-door to mental health wellbeing. About the Role This is a fully remote role, offering you the flexibility to work from anywhere in the U. S. As an EAP Worklife Customer Support Associate, you will be part of a dynamic call center team that operates 24/7, providing support to our members across various time zones. Your schedule will be Sunday through Thursday, 1:30pm-10:00pm EST, with the expectation of working holidays as scheduled. Please note that schedules may be adjusted based on business needs, ensuring we continue to deliver exceptional service to our members. Key Responsibilities Member Support: Determine the purpose of each call by actively listening and interacting with callers, triaging calls in a professional and timely manner. Assess clients' needs, research, and articulate information regarding pertinent EAP/Worklife services and resources. Crisis Situations: Recognize crisis situations and evaluate the need for action to minimize risk, ensuring the safety and wellbeing of our members. Resource Identification: Perform research in internal databases and online to identify potential providers and resources that meet our members' unique needs. Documentation and Communication: Enter member information into the appropriate EAP system, documenting comments and information thoroughly and professionally. Communicate effectively with all internal stakeholders, including counselors and other team members. Team Member Support: Receive calls transferred from counselors and provide immediate member assistance. Schedule appointments for members with counselors and assist team members with necessary activities to respond to member inquiries and requests for services and resources. Compliance and Regulatory Standards: Protect the confidentiality of member information and adhere to enterprise policies, EAP, and Worklife policies and procedures. Maintain accurate and complete internal documentation that meets risk management and regulatory requirements. Essential Qualifications To be successful in this role, you will need: At least 1 year of customer service and call center experience, with a proven track record of delivering exceptional customer experiences. 1 year of experience in a social, psychological, or human service field, providing client support and demonstrating a deep understanding of the needs of our members. Basic computer knowledge, including Microsoft Office Suite, Word, Excel, Teams, and other relevant software applications. A High School Diploma or equivalent GED, with a strong foundation in communication, empathy, and problem-solving skills. Preferred Qualifications While not required, the following qualifications are highly desirable: 1 year of Behavioral Health experience, with a deep understanding of the complexities of mental health and wellbeing. Experience working in a fast-paced, dynamic call center environment, with the ability to adapt to changing situations and priorities. Strong knowledge of EAP/Worklife services and resources, with the ability to articulate information clearly and concisely to our members. Skills and Competencies To excel in this role, you will need to demonstrate the following skills and competencies: Exceptional Communication Skills: The ability to communicate effectively with our members, team members, and other stakeholders, both verbally and in writing. Empathy and Compassion: A deep understanding of the needs and challenges of our members, with the ability to provide empathetic and compassionate support. Problem-Solving Skills: The ability to analyze complex situations, identify solutions, and implement effective plans to support our members. Adaptability and Flexibility: The ability to adapt to changing situations and priorities, with a flexible approach to work and a willingness to learn and grow. Career Growth Opportunities and Learning Benefits At CVS Health, we are committed to the growth and development of our colleagues. As an EAP Worklife Customer Support Associate, you will have access to a range of training and development opportunities, including: Comprehensive Training Program: A comprehensive training program that will equip you with the skills and knowledge needed to succeed in this role. Ongoing Coaching and Feedback: Ongoing coaching and feedback from experienced colleagues and leaders, to help you grow and develop in your role. Career Advancement Opportunities: Opportunities for career advancement, both within the call center and across the broader organization. Work Environment and Company Culture At CVS Health, we are proud of our company culture, which is built on a foundation of respect, empathy, and compassion. As an EAP Worklife Customer Support Associate, you will be part of a dynamic and supportive team, with a strong focus on collaboration, innovation, and customer satisfaction. Compensation, Perks, and Benefits We offer a competitive salary range of $18.50 - $31.72 per hour, depending on experience and qualifications. In addition to your compensation, you will also be eligible for a range of benefits, including: Medical, Dental, and Vision Benefits: Comprehensive medical, dental, and vision benefits, to support your physical and mental wellbeing. 401(k) Retirement Savings Plan: A 401(k) retirement savings plan, to help you plan for your future. Employee Stock Purchase Plan: An employee stock purchase plan, to give you the opportunity to own a part of our company. Well-being Programs: A range of well-being programs, to support your physical and mental health. Education Assistance: Education assistance, to help you grow and develop in your role. CVS Store Discount: A CVS store discount, to help you save money on the products and services you need. Conclusion If you are a compassionate and empathetic individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an EAP Worklife Customer Support Associate, you will play a vital role in supporting our members, and will be part of a dynamic and supportive team. Don't miss out on this opportunity to join our team and make a real difference in the lives of our members. Apply today! Apply for this job